Chapter 1
Communication
Concepts
Communication Defined

What is communication?

…the process of sending and receiving
messages

Shared understanding is the key to effective
communication
Communication Process Model

Communication process model breaks down
communication into parts
Message
Encodes
Decodes
Sender/
Receiver
Decodes
Receive
r/
Sender
Feedback
Encodes
Communication Process Model

Sender: originates a communication message

Receiver: destination of the communication

Encoding: sender changes thoughts into symbols

Decoding: receiver assigns meaning to symbols
Communication Process Model

Message: idea, thought, feeling or opinion to be
communicated (clear or unclear)

Channel: medium through which the message
travels from sender to receiver

Feedback: receiver’s response to the
message/indicates the message is seen, heard and
understood
Communication Process Model
1.



Sender (Encoder)
Initiates the communication
If both good and bad news will be
given, the good news should be given
first
If both a simple and a complex
message will be given, the simple one
should be given first
Communication Process Model
2.

Message
Verbal (part of the message that is
heard) and nonverbal (body
language and the surrounding
environment)
Communication Process Model
3.

Channel
Means used to convey the message
Communication Process / Channel
a. Immediate feedback
b. Other party may not understand
channels
c. Other party may be reluctant
channels
Oral
communication
verbal
verbal
Communication Process / Channel
d. Need to document the communication
written channels
e. Message should have detailed accuracy
written channels
f. Message must be delivered to many
people
written channels
Communication Process / Channel
Types of channels within an organisation
a. Downward Channels: passing information from
superior to subordinate to;
• give job instructions
• bring about understanding of the job
• provide information about procedures
• provide feedback about performances of subordinates
LOSS OF INFORMATION
Communication Process / Channel
b. Upward Channels: provides subordinates
•
•
to convey information to their superiors
to;
gain feedback and learn about problems that
affect efficiency,
evaluate employee attitudes and perceptions
SUBORDINATES FEEL THEIR
SUPERIORS ARE NOT THAT OPEN AND
ENCOURAGING
Communication Process / Channel
c. Lateral Channels: conveying information between
•
•
•
•
individuals and units on the same hierarchical level
for;
the coordination of tasks
sharing of information,
problem solving
conflict resolution
This type of communication is persuasive and
suggestive rather than directive or authoritative
Communication Process / Channel
d. Informal Channels:
grapevine
message
Single-strand: Each
person recieves information
from one person and
passes it on to one more
A
B
message
message
C
A
Gossip: one individual passes
the news to all others
B
C
D
Communication Process / Channel
d. Informal Channels:
Probability: Information is passed on
randomly
Cluster: Channel members selectively
choose their informal communication links
COMMUNICATION BARRIERS IF THEY
CARRY RUMOR, GOSSIP, INACCURATE
INFORMATION
Communication Principles

Communication occurs within a
context (when, where, why and with
whom)
– Chronological context: time a which
communication occurs
–
Physical context: location or setting
of your communication
Communication Principles
–
–
–
Functional context: purpose of the communication
 Practical: job, apartment, health and safety
 Social: establish connections, building ties
 Decision-making: how to dress for the weather,
where to live
Relational context: person(s) with whom you
communicate and your relationship
Cultural context: race, ethnicity, gender, age, sexual
preference, disabilities, etc.
Communication Principles
 Communication
is unavoidable
– Try to not communicate
– Intrapersonal:
internal
monologue that judges,
comments, worries, dreams and
analyzes.
Communication Principles

Communication occurs at different levels
– No two relationships are alike
–
–
Small talk: establish contact with others
and build rapport
Information talk: hobbies and interests,
likes and dislikes, personal preferences
Communication Principles
–
Opinion talk: riskier than the other levels;
you open yourself up to criticism and
disagreements can lead into conflict
–
Feelings talk: most challenging because
you expose parts of your inner self
Communication Principles

Communication requires ethical choices
– Freedom of speech doesn’t mean you can
say anything you please.
– Words can nurture, resolve
misunderstandings or create intimacy
– Words can strain relationships, destroy
trust or land you in jail
– Plagiarism, falsify records, harassment,
etc.
Communication Principles

Communication has its limitations
–
–
–
–
Communication cannot solve all your
interpersonal problems.
Many other skills are needed (for ex. Flexibility,
forgiveness, open to change).
Other factors threaten stability of relationships
Workplace relationships can be demanding.
Communication Barriers

Internal Noise
–
–
–
–
–
Occurs inside the sender and receiver
Beliefs and values
Faulty assumptions can lead to emotion
Trigger or hot button words can evoke emotion
Defensiveness
Communication Barriers

External Noise
–
–
–
Occurs outside the sender and receiver
Can be easier to control than internal noise
Includes technology
Communication Barriers

Semantic Noise
–
–
–
Occurs when the receiver doesn’t understand a
word or gesture
Can happen with different cultures
Technicians using jargon with laypeople
Communication Barriers

Gaps
–
–
–
–
–
–
–
–
Results from people being different
Gender
Age
Ethnicity
Race
Status
Sexual orientation
Generation
Barriers to Communication / Problems
caused by the sender








The amount of information the individual has
about the subject of the message
Not much information
Too much knowledge
Indecission regarding how to present the
information
The order of the presentation
Lack of familiarity with the audience
Emotional conflict
Lack of experience in speaking or writing
Barriers to Communication / Problems in
transmission
Illegible material as a result of poor
typing, poor photocopying, poor
handwriting
 Poor acustics
 Use of too many transmission links
 Transmission of conflicting messages

Barriers to Communication / Problems in
reception
The surrounding environment
 Receiver’s physical condition
 Receiver’s failure to pay attention to the
message

–
–
Simultaneous receipt of two or more
messages
Receiver is bored
Barriers to Communication / Problems in
receiver comprehension
Receiver may not understand some of
the words used
 Personal interests
 Emotional responses

Dealing with communication barriers





Focus on the objective
Unserstand the other party
Be organized
Seek feedback
Know yourself
Communication and Technology



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
iPods
Information at students’ convenience
Need for computer literacy
Less connected
Need for balance